Field Services Engineer
Micron
Hyderabad, TS, IND
2d ago

Our vision is to transform how the world uses information to enrich life. Join an inclusive team passionate about one thing : using their expertise in the relentless pursuit of innovation for customers and partners.

The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible.

We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.

Job Overview

A Field Services Engineer in Information Technology department is responsible for the sustaining of the field service operation by efficiently processing outstanding requests and restoring services to their operating state.

For effective execution, a Field Services Engineer must constantly enhance on the knowledge related to computer systems, including hardware, software and network.

In addition, the engineer needs to be familiar with IT Collaboration tools and User Experience technology, as well as Corporate and Site level policies or procedures while delivering highly satisfied customer service.

Responsible for mentoring peers and updating IT management on the analysis of issues and root cause. Provides on-call support as necessary for infrastructure and enterprise wide IT issues.

Perform other duties as assigned including special projects, reports, presentations in team meetings, training, escalation support, and completion of management reports.

Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Some independent judgment is required, including making basic choices in the selection and application of established methods.

Key Responsibilities

  • Strict compliance to established documents, guide books or runbooks, and follow through with subject experts on the document revision to maintain relevant documentation
  • Maintain open communication with key stakeholders (end-users, field services engineers & global counterparts)
  • Participates in activities or identifies opportunities to enhance own knowledge and skills
  • Be the master in housekeeping, ensure safety in workplace and discipline in inventory control
  • Monitor, track and organize open tickets as they come in according to priority and forward to appropriate team member for handling
  • Provide solution to maintain, repair and install PC / MAC hardware, software, peripherals, telecommunications and telephone equipment
  • Support implementation of new computer hardware and software systems and technologies.
  • Assist support staff with field work as needed
  • Set up and operate new hire machines and test them before handing it out
  • Able to trouble shoot VPN, O365 & other productivity applications
  • Support end-point network connectivity installation and troubleshooting
  • Provide mobile phone provisioning and support including phone deployment and basic phone system administration
  • Management of iOS and Android-based devices in an enterprise environment
  • Provide IT Kiosk like support
  • Work closely with Global FS Coordinator
  • Write training documents for end users and internal support
  • Plan, direct, and oversee special projects that may be assigned
  • Goal and customer service focused. During times of emergencies, outages and project planned work, be on call and available until the event is addressed.
  • During system conversions, extra effort may be required in order to ensure the roll out of the system is successful

  • Perform other job-related duties as assigned
  • Skills & Competencies

  • Good understanding of computer systems, OS (Win & MAC) & hardware.
  • Ability to support mobile devices tablets, smartphones, laptops, etc.
  • Ability to diagnose and resolve technical issues with end-user devices
  • Basic understanding of enterprise network LAN, WAN and Wireless
  • Basic understanding of Datacenter setup
  • Physically able to carry workstation equipment
  • Able to troubleshoot O365 issues - including Word, Excel, Access, Skype, and Outlook
  • Knowledge of AV support (Cisco, Polycom etc.)
  • Excellent written and verbal communication skills
  • Able to work effectively both independently and within a team
  • Strong attention to detail and high accuracy in work
  • Exercises some independent judgment and reasoning within established guidelines
  • Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
  • Strong sense of discretion and confidentiality required
  • Able to multi-task, meet deadlines, and work in a fast-paced environment
  • Able to conduct presentations and training to small group
  • Ability to stay current with technology and trends
  • Acquire job skills and learn company policies and procedures to complete routine tasks
  • Flexible with working in different time zones
  • Work Experience

  • Typically, 5-8 years of hands-on experience in IT environment, supporting Helpdesk / Field services in similar capacity.
  • A good understanding of the Micron manufacturing environment is a definite advantage.

  • Proven ability to make sound decisions and able to work independently or as a team in handling multiple tasks.
  • Previous desktop support experience required
  • Self-motivated and able to motivate others toward achieving the department set goals.
  • Willing to share knowledge and a good communicator in training peers and customers.
  • Knowledge in software development will be an added advantage.
  • Experienced in working with teams from multiple time-zones, multi-national interaction
  • Experienced in trouble-shooting multiple operating systems versions
  • Able to support individuals using different communication methods (phone, email, instant messaging)
  • Job-Specific Authority and Scope

  • Manager is consulted for decisions
  • Typically has a global geographic focus
  • Typically does not manage a budget
  • Business Travel and Physical Demands

    Business travel of approximately 10 or less percent yearly is expected for this position.

    Physical demands :

  • Office environment. No special physical demands required.
  • Preferred Education

    Bachelor’s degree or global equivalent in a related field.

    Certifications

    Job related certifications preferred.

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